Why am I being asked to provide documents?
As a financial institution, Abra is required to obtain information from our users. We do have a verification process similar to other companies, wallets, and/or exchanges. If the additional documentation is not submitted and approved, you will be unable to fund your Abra wallet with a bank account or credit card.
What documents do I need to provide?
The Abra app will contain instructions, but if you ever have any questions you can reach out to support and we will provide an email with further instructions.
Please note, we may request a variety of documents, so it is important to follow the specific instructions on the email you received. We want to know that you are indeed who you say you are. We may also request a selfie for verification.
If you are still unable to find that email please reach out at email@example.com.
I was asked to provide additional information. Why?
There are times we may request additional documentation; please upload these documents as soon as you can in order to complete this process as quickly as possible. We have security protocols that mitigate risk and as such, additional documents may be required.
Please note that failure to complete the verification process will limit the ways you can fund your Abra wallet.
Do I need to submit documents every time I do a deposit?
No, you will not need to submit documentation every time. However, there are times we may ask for updated information. Please note, depending on which avenue you wish to use to deposit, you may need to provide additional information.
Why can’t I deposit funds into my wallet?
Once you’ve created a new wallet, your wallet will go through a review process and sometimes we will need you to provide additional documents before you will be able to fully transact.
How will I know if my documents were uploaded correctly (sharefile)?
There are times we will have users submit documents outside of the app. In these cases, we use a third-party tool (sharefile), and they may not provide a clear confirmation of the upload.
When you upload your documents, be sure click “upload” or your documents will not be saved and we cannot review them.
What picture formats do you accept?
We can accept all traditional photo formats such as .png, .jpeg, and .pdf.
I submitted documents and haven’t heard back.
We try to review and give feedback on documents as quickly as possible, but please allow 2-4 business days (excluding weekends and holidays) to hear back from us.
If you submit additional documentation after your original upload, please email firstname.lastname@example.org to let us know so we can quickly review them.
Please note: MoonPay, Simplex, inBestGo, etc. are third-party partners and will have their own verification processes. Abra cannot assist in this process, waive additional documents needed, nor process a payment done via these third-party providers.